Summary
Overview
Work History
Education
Skills
Timeline
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Shannon Nicklas

Bridgewater

Summary

Compassionate and detail-oriented Healthcare Intake and Client Services Professional with extensive experience in patient admissions, insurance verification, account management, and billing. Skilled in coordinating care between patients, families, and providers while maintaining strict compliance with HIPAA and regulatory standards. Recognized for strong communication, stakeholder relationship management, and process improvement. Adept at leveraging technology, including EHR systems, CRM platforms, Salesforce, and Microsoft Office, to streamline operations and enhance efficiency.

Overview

33
33
years of professional experience

Work History

Intake Specialist

Old Colony Hospice & Palliative Care
West Bridgewater
03.2025 - Current
  • Conduct patient intake, collecting demographics, medical history, and insurance information.
  • Verify insurance coverage, obtain authorizations, and explain financial responsibilities to patients/families.
  • Coordinate admissions and referrals between hospitals, physicians, and care facilities.
  • Review, prepare, and process required consent forms and documentation.
  • Maintain compliance with HIPAA and organizational policies.
  • Serve as first point of contact for patients and families, providing compassionate support.
  • Schedule assessments and services, collaborating with nurses, social workers, and physicians.
  • Enter and maintain accurate patient data in EHR systems.
  • Track and follow up on pending referrals and admissions.

Premier Account Manager

Spectrotel
Neptune
03.2023 - 03.2025
  • Managed high-profile client accounts, serving as primary point of contact for requests, disputes, and escalations.
  • Maintained consistent communication with stakeholders and tracked activity using CRM systems.
  • Monitored revenue expectations, sales growth, and account performance metrics.
  • Collaborated with cross-functional teams to address service gaps and improve client experience.
  • Identified opportunities to expand account value through additional services and solutions.
  • Oversaw client onboarding to ensure seamless transitions and long-term success.

Wholesale Billing Analyst II & Administrator

Windstream Enterprises (FKA Broadview Networks)
Quincy
06.2000 - 03.2023
  • Served as primary contact for the largest wholesale contract account, managing communication and relationships.
  • Resolved billing disputes, oversaw collections, and produced weekly reports on outstanding payments.
  • Directed process improvements and project initiatives to enhance client satisfaction and operational efficiency.
  • Trained, mentored, and supported new hires and existing team members to ensure consistent performance.
  • Managed daily and monthly metrics, handled multiple team queues, and resolved escalated service issues.
  • Developed and implemented training processes, audits, and procedures for billing and customer care teams.

NBC Warfare Specialist (MOS: 54B)

United States Army National Guard
Various Locations
01.1993 - 01.1997
  • Led team operations in nuclear, biological, and chemical defense readiness.
  • Oversaw decontamination procedures to maintain operational safety and readiness.
  • Contributed to intelligence exercises and mission planning through specialized expertise.

Education

Bachelor of Science - Criminal Justice

Southern New Hampshire University
04.2023

Skills

  • Patient Intake & Admissions
  • Referral Coordination
  • Insurance Verification & Authorizations
  • Electronic Health Records (Epic, 4Next, WellSky, Netsmart, etc)
  • HIPAA & Regulatory Compliance
  • Project & Task Management
  • Process Improvement
  • Meeting Deadlines
  • Communication & Customer Service
  • Stakeholder Relationship Management
  • Training
  • Documentation
  • Recordkeeping
  • File Management
  • CRM Systems
  • MS Office
  • Salesforce
  • Web-Based Support Tools
  • Billing
  • Client Retention
  • Account Management
  • Negotiation
  • Multitasking
  • Organization
  • Confidentiality & Compliance
  • Analytical Problem-Solving

Timeline

Intake Specialist

Old Colony Hospice & Palliative Care
03.2025 - Current

Premier Account Manager

Spectrotel
03.2023 - 03.2025

Wholesale Billing Analyst II & Administrator

Windstream Enterprises (FKA Broadview Networks)
06.2000 - 03.2023

NBC Warfare Specialist (MOS: 54B)

United States Army National Guard
01.1993 - 01.1997

Bachelor of Science - Criminal Justice

Southern New Hampshire University

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Shannon Nicklas